Senior Regional Manager – Customer & Partner Operations

About the role

Agoda is seeking a Senior Regional Manager to lead customer and partner operations across multiple countries and sites, based in Seoul. The role is responsible for translating company strategy into a regional roadmap, ensuring high‑quality service delivery, and building resilient operating models.

Key responsibilities

• Lead multi‑site, multi‑country customer operations, including in‑house and BPO partners.
• Own end‑to‑end regional outcomes such as service quality, efficiency, resiliency, and cost to serve.
• Balance cross‑site trade‑offs across capacity, language coverage, channel mix, routing, and vendor strategy.
• Translate CEG strategy into a 12–18 month regional roadmap and prioritize initiatives with measurable impact.
• Anticipate demand shifts and drive proactive regional adjustments.
• Govern cross‑site initiatives to ensure consistency and scalability.
• Scale adoption of tools, technologies, and best practices across sites.
• Institutionalize experimentation standards, operational rigor, and learning.
• Strengthen regional resiliency through standardized playbooks (e.g., surge, BCP, knowledge governance).
• Serve as the regional point of contact for performance, risks, and initiatives, collaborating with WFM, QA, Training, Analytics, Product/Tech, Policy, and Commercial partners.

Required profile

Required skills